The recent book release of listening helping learning: the core competencies of process consulting, includes extensive conversation on organizational communication where change is afoot. This blog post provides additional insight, especially with Maestro-level leaders in mind.

Every successful organization conquers communication--on the formal and informal fronts.

Formal communication is an intentional message conveyed by speech, publication, or electronic transmission.

Informal communication is a random message conveyed in a relational setting, usually in conversation but possibly by a written note or e-mail.

Here is a visual way to understand the difference:

Both forms are present in every organization, but each seems to have a preferred tendency often connected to the select style of the organization’s leaders. It is wise for those leaders to understand that both are present, both are needed, and both are useful to foster teamwork and desired results.

A key to harnessing both is to blur the lines between informal and formal communication. Please do not think of this as blurring the message. Instead, it is to make formal and informal communication less distinct from each other and thereby communicate more effectively.

• Rather than relying exclusively on a formal speech-driven message, leaders can circulate and share the message individually and in small groups. While doing so adds time to getting the message out, leaders should remember that there is a corresponding reduction in the time needed for the feedback loop.
• Formal printed messages can be beautifully designed so that they beg to be passed along. Using cartoons, coupons, helpful content, wisdom, and questions for discussion can make sharing content even more desirable. Even the visual appeal can make a difference.
• Informal settings can be used to gain insight, especially before making critical decisions at the leadership level. Using provocative questions during coffee breaks and parking lot conversations can help those looking for perspective and response find it in a non-threatening way.

Thus:

Publicly acknowledging that both communication styles are essential and will be used is a wise course of action. 

-mark l vincent